DIPANKAR SEAL
Service Request Coordinator Expert
Malviya Nagar
Summary
Experienced Service Request Coordinator with over 11years of experience in Customer Service and Telecom Industry. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
Work History
Service Request Coordinator
Total, SRC, British Telecom
09.2015 - Current
- Key Responsibilities
- Led a team of 5 SRCs(project coordinators) dealing with daily requests such as ordering, proposal preparation and complete BAU requests
- Currently working on a Transition and transformation project with a leading FMCG organization and is about to complete the project well before time, resulting in savings of additional USD 50,000 approximately and also saved resource utilization
- Single point of contact between the Customer and the internal stake holders
- Completed a major project and with a saving of 1 Million US Dollars
- Drive the end to end delivery of service requests from the customer (lead to cash)
- Prepare monthly and weekly report for the business director and the customer
- Lead the weekly calls and the monthly calls held between the Customer and the Internal Stake Holders
- Manage Third-party vendors for delivery
- Quote management with different supplier, leading to best deal for Corporate Customers
- Liaising with the suppliers, field engineers and installation team till the order is completed
- Manage the SLA of orders by delegating and assigning jobs to different teams on time
- Order Management – Complete tracking of the orders until it is installed and approved by the customer
- Managed to completely reduce the escalations of the Legal Entity creation
- Achievements:
- Received the best rating for the last financial year
- Received superstar award for October and December, 2018
- Received the monthly award for the month of March 2019
- Successfully handled a project for a leading financial institution
- Led the Team to get Bronze certified for Continuous Improvement
Team Member
BA Continuum India Pvt. Ltd
02.2014 - 09.2015
- Responsible for Portfolio Management and different types client’s account management
- Led a project where I identified flaws in overdraft payment refund process and saved two million dollars as a team for the organization for that year
- Individually achieved the target of Big Hairy Audacious Goal (BHAG) which is above the standard target
- Analyze disputes, fake claims and prepare report to highlight to the management
- Manage wire transfers, ACH(full form) set up and other types of transfers for corporate customers
- Resolving the personal banking customer’s query
- Managed and maintained bank accounts of 75 to 80 accounts HNI(High Networth Individuals) clients
- Led the query resolution project for HNI(High Networth Individuals) Clients
- Was responsible to Audit accounts to tally the debits and credits of the accounts
- Achievements:
- Certified with Advanced Wealth Management Certificate
- Attended Multiple workshops where only selected people can participate
Advisor, Practitioner
CONVERGYS INDIA LTD, IBM GPS
06.2012 - 01.2013
- Delinquent Account Management
- Led a project where 20% of the Delinquent accounts were reactivated
- Lead the dispute team and overachieved the target of resolution by 5%
- Payment Process team was set up to provide quick support
- Supervised Reset password and user Id team and helped to achieve target within 6 months
Practitioner
IBM GPS
Gurugram, Haryana
2011.03 - 2012.05
- Resolve any queries related to billing from Yahoo email customers
- Responsible for account management of Yahoo Premium customers
- Resolve any billing related issues within the given time frame
- Resolve the disputes related to billing of the Yahoo customers
Relationship Manager and Dealer
India Infoline
08.2008 - 05.2010
- Portfolio Management
- Manage accounts
- Margin Management
- Advisory services
- Conduct awareness sessions for customers
- Educate customers about trading and investment
- Handle the team of Assistant Relationship Management
- Help in generating business and adding clients
- Help in investing in mutual funds
- Maintain customer’s investment balance in Mutual funds and Equity
- Help in trading
Education
Bachelor of Commerce -
01.2002 - 01.2005
certification NCFM certified in Capital Markets (Dealers Module) - undefined
Post graduate diploma - Computer Application
Skills
Service requests
undefinedTimeline
Service Request Coordinator
Total, SRC, British Telecom
09.2015 - Current
Team Member
BA Continuum India Pvt. Ltd
02.2014 - 09.2015
Advisor, Practitioner
CONVERGYS INDIA LTD, IBM GPS
06.2012 - 01.2013
Practitioner
IBM GPS
2011.03 - 2012.05
Relationship Manager and Dealer
India Infoline
08.2008 - 05.2010
Bachelor of Commerce -
01.2002 - 01.2005
certification NCFM certified in Capital Markets (Dealers Module) - undefined
Post graduate diploma - Computer Application
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